Customer Satisfaction Toolkit

1
Customer Satisfaction Toolkit
2
Sample Customer Service Standards

• For program effectiveness and each of the four
  key service areas
• A description, standard, and assessment items for
  each
• Agencies are encouraged to have a similar set of
  standards that drive their additional questions.

3
Survey Design Checklist

• Early Design Stage
• Sampling Considerations
• Survey Development
• Drafting Correspondence
• Pilot Testing
• Collecting Data
• Analysis and Reporting
• Resources are Available

4
Also Included

• Sample Correspondence
• Sample Customer Satisfaction Survey
• Additional Service Interaction Questions and
  Alternate Formats
• Sample Customer Complaint Form
• Employee Satisfaction Survey

5
Small Group Task

• Design a survey and research plan